If you are looking for a free resource to get you started in CJM then this is the place to start.
Visit my resources page on my main site to download it.
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About the Author
James Scutt is a Customer Experience expert and business transformation leader with experience in Retail, Sales & Business Development, Operations, Innovation, Digital Introduction & Adoption, Culture Transformation and Programme Management.
To find out more please visit JamesScutt.com